TITLE

CUSTOMER DELIGHT AND THE BOTTOM LINE

AUTHOR(S)
Keiningham, Timothy L.; Goddard, Melinda K. M.; Vavra, Terry G.; Iaci, Andrew J.
PUB. DATE
September 1999
SOURCE
Marketing Management;Fall99, Vol. 8 Issue 3, p57
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
Roche Diagnostic Systems, a division of the Basel, Switzerland-based F. Hoffmann- La Roche Ltd. health care company, transformed itself by focusing on improving customer satisfaction. After the division rarely met profit objectives for nearly 20 years, its new focus helped the company exceed all profit expectations within a five-year period and become the fastest-growing competitor in its industry and in F. Hoffmann-La Roche's worldwide health care group.
ACCESSION #
2516865

 

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